Due to the digital and technology age, all reviews are a mouse click away and don’t we all felt like we are held hostage by online reviewers?  Unfortunately such incidents are happening more common and frequent of late. We all knew that any bad reviews or testimonials from dissatisfied guests or customers could be disastrous for our business especially since most of our business comes from word-of-mouth referrals and online reviews. Negative reviews for our business can be painful, both emotionally and financially. Many of us in this industry might feel a bad review is forever and how could we ever counter such online reviews? There’s no way around it: bad reviews happen. And seeing a guest say bad, and often hurtful things about our business online can be toll as we all have worked hard to make our guests happy, so the idea that some are so upset with us that they chose to speak out to the world about it can be painful to deal with. Well, actually bad reviews aren’t so bad after all, if we can respond word to word, point to point on a timely manner. And, YES, there is something we can do about them, despite no being easy besides we may not be successful in having the problem reviews removed, but hopefully, at the very least, we are to mitigate the damage done.

Certificate Assessment Criteria

As with most structured learning experiences, participants in the Certificate programme will have to successfully meet the requirements for certification as follows:

  • Achieve 100% attendance for each module
  • Successfully complete all project work, assignments & tests.         



Course Outline

Day 1

  • Introduction & Ice-Breaking session
  • Importance of Online Reviews
  • Is Guest Always Right?
  • How Hotels Should Respond?
  • Writing with Sense

Day 2

  • Response Time Does Matters
  • Closer Look at Service Recovery
  • Stop Satisfying & Start Wowing Guests Instead
  • Developing Exceptional Service Habits

Who Should Attend

The program is specially designed for individuals who are in a supervisory position and above


Registration starts at 8.30 am on the first day. Classes start at 9 am end 5 pm. Morning and lunch break will be served at appropriate times.

Deposit & Payment

In order to secure the said training on a define basis, kindly effect 50% Deposit on the total costs for the training requirements upon confirmation. This deposit is non-refundable. Balance 50% of the total costs is require seven (7) days prior to the training.

Cancellation & Transfer

Please note that should this registration is cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to above arrangement by giving a minimum of three (3) working days’ notice.


Disclaimer – MAHTEC reserves the right to make changes to the venue, date, speaker including cancellation or postponement of the workshop if number of participants less than 10 or warranted by circumstances beyond its control.